FAQ on authorization

I want to change my password for the ES in a file storage/on a hardware device

In your account

1. Sign in to the online bank.
2. Select Electronic signatures in the menu on the left.
3. Select an ES the password for which you want to change.
4. Click Change password in the top menu bar.
5. Enter your current password and a new one into the corresponding fields.

   If you selected an ES other than that you used to sign in, you will be prompted to select the file with the key first and after that you will be able to change the password.

Without entering your account

1. On the start page, click Registration and ES generation.
2. Select ES keys administering.
3. Choose the key storage type: on the drive or on a hardware device.
4. Click Choose.
5. Select the file with the key.
6. Click the Change password.
7. Enter your current password and a new one into the corresponding fields.

I want to rename my ES

1. Sign in to the online bank.
2. Select Electronic signatures in the menu on the left.
3. Select an ES the name for which you want to change.
4. Click Rename in the top menu bar.
5. Specify the new ES name into the corresponding field. For cloud-based ES, additionally enter your current password.

I want to change the password for my account

1. Sign in to the online bank.
2. Click the gear icon in the top right corner to open the Settings session.
3. Open the Login tab.
4. Click Change password.
5. Enter your current password and a new one into the corresponding fields.

I want to change the phone number used for getting verification codes for multifactor authentication

1. Sign in to the online bank.
2. Click the gear icon in the top right corner to open the Settings session.
3. Open the Login tab.
4. Click Change next to the Cell phone field.
5. Enter your new phone number.

   The phone number will be changed for all electronic signatures linked to the current login.

I remember the login but I forgot the password for signing in

1. On the start page, click Set or restore password.
2. Specify your email address.
3. Wait for an email with a password change link and click the link.
4. To change the password, enter the code received via SMS.

I entered a wrong password several times

• Your ES key in a file storage/on a hardware device will be blocked if you enter a wrong password 15 times. Visit the Bank's office for help.
• Your cloud-based ES will be blocked if you enter a wrong password 5 times. Visit the Bank's office for help.
• If you try to log in to your online bank account with a wrong passwords 5 times, your account will be temporarily locked for 30 minutes. Try again later or use the password restoring option.

I cannot find my hardware device or file with the ES

1. On the start page, click Registration and ES generation.
2. Select Get electronic signature.
3. Select ES key in file storage or in hardware device.
4. Fill in all the required fields.
5. Submit the Certificate of Electronic Signature Check Key to the Bank.
6. Wait to be notified by the Bank.

I forgot the password for my cloud-based ES

1. On the start page, click Registration and ES generation.
2. Select Get electronic signature.
3. Select Cloud ES.
4. Fill in all the required fields.
5. Submit the Certificate of Electronic Signature Check Key to the Bank.
6. Wait to be notified by the Bank.

I forgot the blocking word

Visit the Bank's office with the documents verifying your identity and proving your authority.

I see a message that my electronic signature key expires soon

In this case, generate a new ES key.

1. Sign in to the online bank.
2. Select Electronic signatures in the menu on the left.
3. Click New ES.
4. Check your data and, if everything is correct, click next.

   If your passport details have changed, at the end you will see a message that you need to visit the Bank's office. Visit the office bringing your identity document.

5. Choose the ES key storage (hardware device, file on drive or cloud storage) and click Choose.
6. In case you chose file on drive, select the key file and click Next.
7. Specify a name for the new key and click Next.
8. Specify a new password.
9. The key will be created by a biometric random number generator.
10. Submit the Certificate of Electronic Signature Check Key to the Bank.
11. Wait to be notified by the Bank.

After the bank notifies you of a successful ES key change, only the new key will be valid.

My ES key expired

1. On the start page, click Registration and ES generation.
2. Select Get electronic signature.
3. Fill in all the required fields.
4. Submit the Certificate of Electronic Signature Check Key to the Bank.
5. Wait to be notified by the Bank.